Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Patricia Salce Santana

Pembroke Pines,FL

Summary

Dedicated and result- driven professional with 10 years of experience in management roles. Proven track record of successfully leading teams to achieve organizational goals and deliver exceptional results. Skilled in strategic planning, team development, and operational efficiency. Adept at fostering a positive work culture and driving continuous improvement. Seeking to leverage leadership expertise to drive business success and make a meaningful impact in a dynamic organization.

Overview

16
16
years of professional experience

Work History

Customer Experience Manager

Victoria Secret PINK
Sunrise , FL
08.2019 - Current
  • Lead and motivate a team of 15 retail associates to deliver outstanding customer service and achieve sales targets.
  • Develop and implement strategies to optimize store performance and increase profitability.
  • Analyzed weekly sales performance data to assess trends, identify areas for improvement, and inform strategic decision-making processes.
  • Train and coach staff on product knowledge, sales techniques, and customer standards.
  • Manage inventory levels and ensure merchandise displays are visually appealing and effectively marketed.
  • Scheduling and payroll management.
  • Generated impressive results in Q1, Q2, and Q3 by contributing 8% sales above the company goal.

Store Manager

Victoria's Secret PINK
07.2022 - 07.2023
  • Monitored store performance metrics, including sales, profitability and customer service ratings.
  • Supervised daily operations of the retail store, including staff scheduling, inventory management and customer service.
  • Recruited, trained and managed a team of 12 employees.
  • Lead, inspire and mentored employees by offering constructive feedback and taking interest in long-term career growth.
  • Foster a positive and inclusive environment to promote a positive culture for the store.
  • Inventory management control, in charge of ordering weekly products to have available for the customer.
  • Facilitated monthly manager meetings to discuss key performance metrics, address operational challenges and strategize on ways to enhance store performance and customer experience.

Assistant Branch Manager, Operations

Power Financial Credit Union
Sheridan, Florida
06.2015 - 05.2019
  • Provided leadership and direction to staff members in order to ensure efficient operations of the branch.
  • Support Branch Manager in overseeing all aspects of branch operations, including customer service, sales, and staff management.
  • Assist in developing and implementing strategies to achieve branch sales targets and meet performance goal.
  • Train, coach and mentor branch staff to enhance their skills and maximize performance.
  • Ensure compliance with banking regulations and policies, maintaining a high level of accuracy and integrity in all transactions.
  • Handle escalated customer inquiries and complaints, resolving issues promptly and effectively to ensure customer satisfaction.

Store Manager

Guess by Marciano
Miami, FL
07.2010 - 06.2015
  • Lead all aspects of store operations, including sales, customer service, staffing and inventory management.
  • Recruit, train and coach staff to deliver exceptional customer experience and meet sales performance.
  • Monitor and manage inventory levels, ensuring optimal stock availability and minimizing shrinkage.
  • Manage and coordinate the weekly schedule for 12 staff members, ensuring we have the proper coverage for all shifts.
  • Develop and implement strategies to drive sales growth and increase store profitability.
  • Optimize store layout and merchandising displays to enhance the shopping experience and maximize sales opportunities.

Assistant General Manager

Cisco Systems
Santo Domingo, Dominican Republic
01.2008 - 01.2008
  • Participated in activities to promote business and expand services, and provided technical assistance in conducting of conferences, seminars, and workshops
  • Prepared, reviewed, and submitted reports concerning activities, expenses, budget, government statutes and rulings, and other items affecting business and program services
  • Developed, directed, and coordinated testing, hiring, training, and evaluation of staff personnel
  • Forecast call
  • Assistant to the manager of marketing for the Caribbean.

Education

B.A. - Marketing

Pontificia Universidad Católica Madre Y Maestra
Dominican Republic
07-2008

H.S. - High School

Mi Colegio
Dominican Republic
07-2003

Skills

  • Customer Service Excellence: Demonstrated ability to deliver exceptional customer care, understanding and exceeding customer expectations, and creating a positive shopping experience aligned with Pink's brand image
  • Sales Leadership: Proven track record of driving sales growth , setting and achieving sales targets, and implementing strategies to maximized revenue while maintaining brand standards and customer satisfaction Our team has been recognized withing the District and the Region for archiving our goal sales goal in Q1, Q2 and Q3
  • Team Management: Strong leadership skills with experience in coaching, mentoring and motivating retail associates to achieve performance goals, fostering a collaborative and supportive team environment As CEM of Pink I have developed a personal growth path for my Customer Experience Lead to be promoted to a CEM position
  • Communication Skills: Excellent communication skills, both verbal and written, with the ability of effectively communicate with team members and senior leaders, customers, and management to convey information, address issues and promote teamwork
  • Problem- Solving: Strong problem-solving skills with the ability to identify issues, analyze root causes, and implement effective solutions to improve store performance and customer satisfaction

Languages

  • English (Fluent)
  • Spanish (Native)

References

References available upon request.

Timeline

Store Manager

Victoria's Secret PINK
07.2022 - 07.2023

Customer Experience Manager

Victoria Secret PINK
08.2019 - Current

Assistant Branch Manager, Operations

Power Financial Credit Union
06.2015 - 05.2019

Store Manager

Guess by Marciano
07.2010 - 06.2015

Assistant General Manager

Cisco Systems
01.2008 - 01.2008

B.A. - Marketing

Pontificia Universidad Católica Madre Y Maestra

H.S. - High School

Mi Colegio

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